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Quality Assurance Agents

4 months ago

Cape Town, South Africa ICONAF International Full time

**Your responsibilities will include**:

- Participating in the design of call monitoring formats and quality standards.
- Maintaining and developing internal support and call centre quality standards
- Assessing support interactions based on internal standards.
- Ensuring no miss-spelling or misrepresentations of products, benefits, or fees.
- Performing call monitoring and providing trend data to the management team.
- Accompany evaluations with meaningful and constructive feedback.
- Discussing and explaining feedback with agents in regular meetings.
- Use a quality monitoring data management system to compile and track performance at team and individual levels.
- Performing monitors of customer care.
- Participating in customer and client listening programs to identify customer needs and expectations.
- Providing actionable data to various internal support groups as needed.
- Providing feedback to Sales call centre team leaders and managers.
- Prepares and analyses internal and external quality reports for management staff review.
- Providing technical support to the Sales Call Centre quality assurance program, which is designed to ensure an optimal, client-centric approach

**Ideally you should possess the following**:

- Matric/ Grade 12 is essential
- Quality assurance experience / Exposure
- Ability to multi-task and successfully operate fast-paced, team environment
- Must adapt well to change and successfully set and adjust priorities as needed
- Provide detailed feedback (Detail orientated
- Patient, Diligent
- Proficient with Microsoft Office (Intermediate word, basic excel
- Identify arrears of concerns, able to provide detailed feedback and recommendation
- Time management

**Salary**: R3,500.00 - R4,000.00 per month

Ability to commute/relocate:

- Cape Town, Western Cape: Reliably commute or planning to relocate before starting work (required)

**Education**:

- High School (matric) (preferred)

**Experience**:

- Quality Assurance: 1 year (preferred)